Posts by ferrazws

ferrazws

31 May 2013

Law / Private information being disclosed by Pekao Bank [10]

Thank you, warszawski.

This link sent by you works fine. I surely will include a copy of both, complaint letter and response letter I got from the bank.

Cheerio!

ferrazws

31 May 2013

Law / Private information being disclosed by Pekao Bank [10]

The page pekao.com.pl/Customer_Opinion_Surveys/Share_your_opinions is no longer available. I wonder what you were trying to show by that link. The complaint I raised against Pekao were not online, but through a form (hard copy) provided by the bank in a branch. It was written, signed, and stamped by the bank employee as proof of delivery.

In Portugal the "Consumer Code" works wonderful, indeed. They have something called "Complaints Book", which is requested the moment you decide to complaint to any kind of business (a store, a bank, a restaurant, etc), if you feel discriminated, fooled, etc. They take this really seriously and the official institutions handling the complaints submitted are acting against the abuses effectively. Shop or restaurant owners, as well as for any kind of business, they fear the request: "I want the Complaint Book, please".

= )

ferrazws

31 May 2013

Law / Private information being disclosed by Pekao Bank [10]

Actually, it was the second issue I've faced with Pekao. Long story short... First I asked Pekao for a loan, to buy our own flat. After 2 weeks and no feedback, I went straight to the person I was dealing with. So she said that being a foreigner "it is (was) not interesting for the bank", so they declined to borrow me the money. Easy, I went to another Pekao branch, asked for the same, and... guess what? I've got approval for the loan. I decided to write a message to the administration, complaining that there can be no double standards, and if first lady, who assisted me with my request, had followed some internal rules to deny any request coming from foreigners, it should be stated in the beginning, not letting the requester on hold for 2 weeks without any feedback.

Handling personal information is something very sensitive, mainly if you are in banking business. There are regulations and terms to authenticate the account or card holder before release any kind of information about transactions or any kind of data, such phone numbers, addresses, etc. The bank cannot call simply to your home, and if you are not there, optioning to leave a message saying something like:

"Good morning, we are calling in regards to your recent shoppings at XXX sex-shop, where you supposedly bough a sexy bra, size S, for $. As this kind of shopping is unusual for your regular transactions, we are locking your card out. Please contact us. Thank you."

Funny example, yes, It was not the kind of shopping I did, but the details about the transaction made by me were completed disclosed to my wife.

ferrazws

31 May 2013

Law / Private information being disclosed by Pekao Bank [10]

Dear PF fellows,

I have searched for complaints across the forum, and have found even some old ones. So I decided to expose my case and make people aware about what happened to me recently.

About a bit more than one month ago, it was a Saturday morning, my wife answered a phone call from someone claiming to be from the Pekao's credit card department, to inform that due to an "unusual payment" made few days back, MY card was going to be locked/suspended until notice. The most impressive here is that the person calling from Pekao simply detailed the operation made with MY personal card, giving private information about my moves to someone without any level of authentication.

As I was unable to answer to that call, my wife simply took notes about the caller and passed the information to me. When I tried to call back, their services in English language were unable to respond during the entire weekend, and even on Monday morning. So I called the Polish operator, who was able to communicate perfectly in English and I explained her that I did that payment with my card, in fact, but the idiot who called and told my wife about the payment (detailed) simply ruined the surprise I was trying to keep in secret to my loved one, as it was a shopping for a wedding anniversary date/celebration, to be held shortly.

Note that when I called the Customer Support line, I had myself properly authenticated by the operator, who asked me for security questions even before continue with the conversation.

After clarify the matter and unlock my card, I was suggested to raise a complaint to the proper department at Pekao Bank and after one month I have got a letter "apologizing for all inconveniences". Just it.

I think this can be really serious as we have a security issue here.

I also tried contact with the official institutions, for bank regulations, etc, and got no answer from them, after 2 weeks.

What do you think about what has happened?

Regards